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Tag Archives: ITIL Maturity
MarsLander: Finding Value
By Dick Stark On Thursday, RightStar hosted our first MarsLander simulation training session. Based upon ITIL 4, this role base simulation is highly realistic and leverages game dynamics to provide a vision of successful ITIL 4/DevOps practices and the resultant … Continue reading
Don’t Install ITIL
By Dick Stark RightStar held its third annual BMC Remedy User Group Meeting in Washington DC on Friday. It was a well-attended event, with most there to learn more about Smart IT and the new BMC. My job was to … Continue reading
Posted in ITIL, ITSM
Tagged BMC Engage, change management, ITIL Maturity, ITIL Simualtion Training, Service Catalog
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ITIL: A Four-Letter Word?
By Dick Stark ITIL is what happens when good ideas get absorbed by a bureaucracy and institutionalized and homogenized to a point where they are almost useless. Why is ITIL so obtuse that someone has to ask, “Is rebooting a … Continue reading
Posted in ITIL, ITSM, Technology Trends
Tagged BMC, Gartner, help desk, ITIL, ITIL Maturity, ITSM, Remedy, Remedyforce
1 Comment
Has ITIL Lost its Mojo?
By Dick Stark Last Thursday, I attended a panel discussion sponsored by the National Capital Area itSMF user group. The topic: DOD IT Service Management Perspective. Kirk Holmes, itSMF founding member led the discussion with representatives from the US Navy, … Continue reading
Posted in ITIL, ITSM
Tagged cmdb, ITIL, ITIL Maturity, ITSM, itSMF, Process Improvement, Service Catalog, service desk
2 Comments
Gartner’s New ITSSM Magic Quadrant
By Dick Stark In November 2010, BMC climbed to the top of the mountain, the pinnacle of IT’s holiest of holy places, the upper right corner of the IT Service Desk Gartner Magic Quadrant. And when they looked around, they … Continue reading
Posted in BMC, ITSM, Remedy
Tagged BMC, help desk, IT service support management tools, ITIL Maturity, ITSM, ITSSM, Remedy
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What Fed Execs Want From IT
By Dick Stark A few weeks ago MeriTalk, a Federal IT think tank, commissioned a study entitled, the Customer is Always Right, that focused not on what IT thinks, but what IT’s customers think of IT. Not surprisingly, just 46 … Continue reading
Posted in ITIL, ITSM, Remedy
Tagged change management, ITIL, ITIL Maturity, ITSM, Process Improvement, Remedy, service desk
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The End of Solution Selling
By Dick Stark It’s the end of traditional solution selling. Customers are increasingly circumventing reps; they’re using publicly available information to diagnose their own needs and turning to sophisticated procurement departments and third party purchasing consultants to help them extract … Continue reading